Mandib05's profile

New Poster

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1 Message

Sun, Sep 27, 2020 11:00 PM

Moved - Still showing old account information, can't change to new account number

I've recently moved and got on a new plan at new address. My Account is still showing my old address and account number. Everytime I try to do anything I get a message saying I can't because Xfinity has been disconnected. I'm using my new Xfinity services (internet/cable) just fine at my new address and have already paid a bill, but I can't do anything online because it still shows all my old disconnected account info. So frustrating!

Responses

BruceW

Gold Problem Solver

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22.3K Messages

8 m ago

When you move Comcast doesn't always transfer your logins/email addresses from the old account to the new one. Double check your Xfinity ID on your home system with the Lookup tool at https://idm.xfinity.com/myaccount/lookup. After you enter the requested information you'll see a list of the Xfinity ID / usernames on your account.

 

If the IDs are not as you expect, see "I signed in but it shows the wrong identity / account (e.g. an old service address)" on https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Top-Troubleshooting-Scenarios-START-HERE-BEFORE-POSTING/m-p/3366881#M34006.


If you still don't have access to the new account, contact one of their reps at the phone number on your bill or 1-800-Comcast, or use one of the other options on https://www.xfinity.com/support/contact-us/ and have them fix the problem.

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